Terms and Conditions

1. Definitions
In these terms and conditions the following terms shall have the following meanings :-

‘We, Us, Our’ – On-Call Communications

‘You, Your’ – The Customer/Consumer

‘Contract’ – Means any order of goods or services by the Customer that is accepted by Us.

‘Goods’ – Any Goods forming the subject of a Contract including parts of, or materials incorporated in, them as more particularly described upon this Website.

‘Website’ – Our Website, the address of which is : www.valcom.co.uk

2. Contact Details
Our contact address details are :-
On Call House
14 Brookhill Close
Standedge Business Park

Telephone +44 (0)1457 810391

FAX +44 (0)1457 810422

Email: [email protected]

3. Prices, Information and Payment
• The Price of the Goods is set out on the Website and on the confirmation of order via the website or contacting our order team. Prices on this website are in GBP and exclude VAT unless stated otherwise.

• Pricing Errors: In the event that there is a misprint or pricing error on the website then On-Call Communications will not be bound to honour any orders made at that price.

• Description / Part Code Errors: We make every possible effort to ensure that the information on our website is accurate, but we cannot be held responsible for inaccuracies in information provided to us by our suppliers.

• We try to offer the best / most competitive price possible, but on some occasions this isn’t possible. Once an item is purchased and you find a better price elsewhere we cannot offer a refund for difference in price.

4. Late Payments
• Payments fall due as per payment terms stated on our quotation. Acceptance of our quotation is confirmation that you accept the payment terms quoted. Outstanding invoices are due in full as per payment terms stated on our invoice. We charge the statutory interest rate of 8% plus the Bank of England base rate on outstanding balances due. Please refer to the Governments website for further information.

5. Special Orders / Kits
• The term ‘Special Order’ relates to any equipment ordered specifically at the request of a customer directly from USA.

• The customer will be notified at the time of quote / order that items within the quote / order are a ‘Special Order’.

• Payment for ‘Special Orders’ must be made in full at the time of order

• It is the responsibility of the customer to ensure that when placing the order the equipment specification is correct.

• Items provided as a ‘kit’ are unable to be returned for credit as there are a special order, however if you are not satisfied with a ‘kit’ we will offer you the opportunity for us to adapt or modify the kit free of charge to best meet your requirements.

• When ordering a kit, exact requirements must be supplied by you in writing with an official order, and your agreement with these terms and conditions laid out on this page.

• No part of full refunds can be made for any equipment classified as a special order or an order that is shipped directly from the United States or Czech Republic.

6. Delivery Charges
• Delivery to UK mainland addresses will be charged in addition and are clearly charged and displayed as follows:

Order Value  Delivery Charge
£0 to £500 £15
£501 to £1000 £25
£1001 + above  Free

• Delivery is available to all UK mainland addresses. Customers living in some remote rural areas should note some delivery services are either extended by 2 working days, or in some instances not available at all.

• Delivery to Northern Ireland, Scottish Islands, Isle of Man, Isle of Scilly, Jersey, Guernsey and BFPO addresses are subject to a premium delivery charge.

7. Order Process
• When you complete your personal details and select the Goods that you wish to purchase and submit them to us, you are offering to purchase the Goods at the price shown on the Website subject to these terms and conditions.

• The Contract for the sale by us to you of the Goods is completed when we send to you our confirmation of despatch to you by email.

• We reserve the right at our discretion to refuse to complete a contract for the sale of Goods to you.

• On-Call Communications cannot be held responsible If an item or items that have been paid for prior to delivery cannot be supplied to meet a specific deadline. This due to being out of stock at the manufacturers or by other means out of our control. An alternative product may be offered at no extra cost, refunds will not be given. If your order requires a specific deadline this should be put in writing when ordering and a confirmation reference would be issued confirming delivery date.

8. Recommendation & System Design
• Although every effort will have been made in recommending products for specific requirements no responsibility can be taken for advice given for the purchase of products which don’t fulfil functionality out of scope of the specification.

• Any advice given which did not carry a consultancy fee cannot be taken as a system design with guarantees of operation.

• Advice given does not constitute a commitment by On Call Communications unless specified by a separate written Consultancy agreement.

• It is the responsibility of the purchaser to check any recommendations made with regard to products recommended for a particular design.

• All Manufactures product specification data sheets are available on our web site for checking personal recommendations made against the specific features of the product.

• Refunds cannot be made for products which do operate as stated within the manufactures data sheets.

• No part of full refunds can be made for any equipment classified as a special order or an order that is shipped directly from the United States or Czech Republic.

9. Cancellation of an Order

•Orders placed either online via our web page or manually via email or purchase order are unable to be cancelled and no refunds will be made

•Any deposits for product made are non refundable

•Full or part delivered orders cannot be cancelled once payment has been made for any items that we need to import.

10. Delivery Schedule
• We will endeavour to deliver your order immediately. Delivery times vary according to the part ordered and quantity, and we will usually ship your complete order once all the goods are in stock.

• Delivery dates are approximate and no liability whatsoever is accepted in respect of late deliveries.

• All lead times quoted cannot be guaranteed, although we make every effort to meet them, we are reliant on third party manufactures, suppliers, couriers and customs. If we do not have stock of the ordered item(s) many of them are shipped directly to us from the United States of America or Czech Republic.

• You will be emailed or telephoned the day before your goods are due to be delivered with details / tracking information for your goods.

• Goods can only be delivered to the customer’s address (or a different delivery address specified) and must be checked and signed for. The Carrier may also ask to see identification before leaving the goods, (to protect us from Credit Card fraud).

• Do not book any installers until the goods have been received and checked for damage or shortages by you. No liability can be accepted for costs caused by late deliveries or for any other reason.

• Heavy and bulky items may require assistance by the driver to off load them from the vehicle. This assistance will be required from the customer.

International Orders

  • We cannot be held responsible with delays to delivery due to conditions having to be adhered to relating to exporting of orders to foreign countries
    • Physical inspection prior to shipment
    • Sampling, testing and analysis in accredited laboratories
    • Audit of product processes
    • Documentary check of conformity with regulations; and
    • Assessment of conformity to standards
  • We cannot be held responsible for aborted deliveries due to paperwork not being provided for customs clearance to the courier
    • No Refunds will made if the goods are returned due to this
    • It will then be the responsibility of the customer to organise a courier to collect the goods from our offices

11. Delivery and Acceptance
• As soon as the goods have been delivered and signed for, they will become your responsibility. Any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect items must be noted on the delivery consignment note at the time of delivery and returned with the driver.

• We cannot be held responsible for additional engineering costs incurred due to deliveries that are late to site by a third-party courier.

• If the product you ordered is no longer available or has been superseded by a newer model, we reserve the right to supply the newer model or a similar model with at least the same feature set at no extra charge. These items are non-returnable.

12. Returns & Refunds Policy

• If any items are DOA (dead on arrival) they can be returned for a replacement or full refund within 7 days of purchase.

• The cost of returning a product which develops a fault has to be met by the purchaser, return costs are met by the supplier if the product is DOA

• Items cannot be returned after 30 days if they have been used.

• Orders that have been part shipped cannot be returned, there are occasions when an entire order cannot be fulfilled in one delivery due to supply line issues, stock proving faulty before being dispatched and part orders not being delivered by the courier.
No responsibility will be taken by On-Call Communications for additional costs incurred to goods not being delivered as per instructions. This relates to engineering slots having to be rescheduled and any related costs.

• Products sent out in error will be replaced with the correct item within a timescale of 28 working days of being delivered. No credit notes will be issued for products sent out in error unless we are unable within the 28 working days timescale to replace with the original product or similar. When an alternative product with the same functionality is supplied this cannot be returned for a refund if no longer required, we will however issue a credit note to cover the cost of the product less delivery charges. Any product to be returned MUST BE IN THE ORIGINAL PACKING and in a condition that allows us to restock the item.

• Products which are no longer required or surplus to requirement cannot be returned.

• We are unable to refund delivery charges for orders incorrectly placed. The delivery charge is used to cover any administration charges that occur.

• Items supplied with a description or imagery on the website that differs from the actual product will be offered a credit note for the value of the goods.

• Customers who purchase a product from our website which is mis-represented due to an incorrect part number or description as provided by our suppliers will be offered a credit note.

• We are unable to offer a refund for any item which is classified as end of life or is no longer available for supply.

• Any products which are a composite of more than one product (Speaker Kits) are unable to be returned for a refund. A credit note would be issued for products returned in the original outer packaging with all paper work present.

• Any item(s) that are returned to us and proven to be faulty due to external sources (such as mains power spike, power surge, connection of incompatible power supply etc) are not covered under the manufacturer’s warranty and are therefore non-refundable.

• We are not responsible for any equipment which shows lack of functionality or any operational issues arising from its connection to existing cabling or cabling installed by a third party

FEVER DETECTION & THERMAL IMAGING PRODUCTS – All products classed as special order items and are unable to be returned once ordered, please ensure you check features and suitability to your particular requirements

In order to return any faulty product you must email [email protected] with an explanation of the fault before posting the item(s) – you will then receive a Returns Number that must be quoted in the returned package. Failure to do this may result in you not getting refunded.

• They should be well packed and returned with your original invoice:
On-Call Communications
On Call House
14 Brookhill Close
Standedge Business Park

Please do not write or damage the original packaging as this will render the package un-sellable, and you will not be refunded.

• Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery. If you are not satisfied with the condition of the goods you must:
i) Write your comments on the Consignment Note and return them with the driver.
ii) Inform On-Call Communications within 24 hours.

If the driver refuses to wait whilst you check the packages against the delivery note – DO NOT ACCEPT THEM – and inform us immediately. If you are using a representative to sign for the goods on your behalf, please ensure that they follow these instructions and carefully examine all the packages.

• Within 24 hours you agree to open all the boxes and thoroughly check the goods for damage or shortages and inform us accordingly.

• You agree to indemnify us in full for any losses we suffer as a result of your failure (or your agents) to check the packages and notify us of any damage within 24 hours of the delivery.

Please follow the above instructions carefully, as manufacturers will not accept and refund faulty/damaged items unless they are notified within 24 hours of delivery.

• Upon return of the faulty or damaged items we will exchange the product or issue a full refund including delivery charges within 28 days.

• The RA number doesn’t guarantee a refund or exchange. A refund or exchange is dependent upon the response from the manufacturer once the goods have been checked. If a credit is not forthcoming from the manufacturer, we are unable to refund.

• With regards to incorrectly ordered goods an RA number would be issued for the return of the goods. A refund/credit for the returned goods is dependent on the manufacturer/supplier issuing a credit to ourselves for the goods. If the manufacturer/supplier does not raise a refund/credit to ourselves the goods would be returned to the purchaser and the RA number would be cancelled.

• Please note that your right to return Goods pursuant to the Distance Selling Regulations 2000 does not apply in this contract where the Goods are manufactured for You or customised to Your specifications, or deemed a Special Order.

• It is the responsibility of the purchaser to return any goods that develop a fault while under the standard manufacturer’s warranty to the address above. We will then return the goods to the manufacturer to identify the fault – if proven to be faulty the item will be repaired or replaced. On Call Communications will not attend site to identify or remedy faults unless a service contract has been entered into with On Call Communications. All goods supplied come with a standard manufacturer’s warranty. For goods that develop a fault outside of the standard warranty period a diagnosis charge applies unless they have an extended warranty.

Items to be returned must be in their original undamaged packaging and undamaged condition with all paperwork. The item must be functioning as it was when supplied (including returning software updates to supplied condition). If these conditions are not satisfied then the item(s) will not be eligible for return.

A Restocking Charge of 25% applies to any order whereby any of these conditions apply;

  • Incorrect Information supplied by the customer or customers network / telephony supplier
  • Cancelation due to third party discrepancies
  • Change of specification from original enquiry
  • Adaption of the Customers equipment which makes the device supplied no longer required
  • Special orders

13. Cancellation of Booked Engineering Appointment

The following applies to engineering time booked online as Half Day Rate, Day Rate or booked directly with On-Call Communications…

  • A 7 day cancellation notice must be given for cancelling or rescheduling of booked engineering time
  • If the 7 day notice is not given the charge for the booked engineering time will still apply
  • A further charge will be made for the rescheduled appointment at the same rate as the original charge.

14. Proof of Concept

• Any orders placed for equipment for Proof of Concept (PoC) must be returned with a valid Returns Number for credit within 28 days from purchase in original condition with all paperwork and undamaged original packaging.

• Any items returned after 28 days and without a valid returns number will be stored until a collection has been arranged by the customer

• We cannot be held responsible if the PoC test does not meet the criteria intended.

15. Day Rate Charges
• A ‘day rate’ is inclusive of travelling time to and from site.
• ‘Half day rate’ applies if travelling time and time on-site is under 4 hours in total.
• ‘Day rate’ applies if travelling time and time on-site is over 4 hours in total and under 8 hours.

16. Service Contracts

• A service contract will not be activated and validated whilst there is an outstanding balance owing from the original Purchase Order which covers supply and installation of any of our systems.

• All Contracts have to be signed and dated within 90 days from the contract commencement date. Contracts not signed and returned within 90 days will lapse and no cover under the contract will apply.

17. Supply of Products

• Equipment Warranty is covered by the Manufacturer of the Product and not On-Call Communications

• Manufacturers Warranty Timescales apply for replacement repair of any product supplied by On-Call Communications

• Manufacturers Terms and Conditions apply for the returning of any Products

• It is the responsibility of the Customer to return any Faulty product within the timescales of the Warranty to the Manufacturer

• No Warranty of products is supplied or offered by On-Call Communications

18. Extent of Liability
• We make every effort to ensure that goods advertised for sale on the Website are described accurately. However, the descriptions of goods on the Website do not form part of the contract between you and us. They are designed to represent a general idea of the Goods. You should ensure that the goods which you are purchasing from us are suitable for your intended purpose. We do not give any warranty that the Goods, which you purchase from us, are suitable for your intended purpose.

• We will not be liable to you for any loss or damage which you suffer as a result of any breach by us of this contract, including, but not limited to, consequential loss to you and/or loss or damage to the property of third parties. In any event our liability to you arising directly from our negligence will not exceed the invoice value of the Goods. Nothing in this clause will limit our liability for death or personal injury resulting from our negligence. This clause does not affect your statutory rights.

• We make every effort to ensure that this Website is free from viruses or defects. However, we cannot guarantee that your use of this Website or any website accessible through it will not cause damage to your computer. It is your responsibility to provide adequate protection for your equipment which you use to access this Website. We will not be liable to you or to anyone else for any loss or damage which may be caused to any equipment arising as a result of your use of this Website.

19. Law and Jurisdiction
• The contract shall be governed by English law and we and you consent to the exclusive jurisdiction of the courts of England and Wales. If you access the Website from locations outside of England and Wales you are responsible for complying with any laws applicable to that territory.

20. Credit Card Security
• All card transactions on this site are handled through a secure gateway and Protx (Sagepay).

• Please be assured that shopping at www.valcom.co.uk is 100% safe. Our site uses a secure server that implements secure socket layers (SSL) technology in our on-line ordering process to protect your payment card information. Every transaction we process is also checked by our fraud control systems to validate the authenticity and validity of your payment card as well as indicators of possible fraudulent use.

• Ordering safely with On-Call Communications
Once you have completed the selection of products you wish to purchase you may proceed to place an order. As soon as you click “checkout” your browser will go into secure mode. Data relating to your order and your personal and payment card details will all pass to our server in an encrypted format. As soon as you have finished ordering you will exit secure mode.

All products are covered by the manufacturers guarantee.

21. Copyright
• The contents of this Website are protected by the law of copyright.

22. Privacy Policy
• Information we gather from you is never divulged to any third parties, unless as a requirement of fulfilling your order. We may use your details to advise you of special offers or major changes at On-Call Communications.

The company is not responsible for any equipment which shows lack of functionality or any operational issues arising its connection to existing cabling or cabling installed by a third party